Course Description

Using Process Analysis to Define & Solve Business Challenges

Organizations are a collection of processes. These processes are the business activities performed to produce value, serve customers, and generate income. Managing these processes is the key to the success of your organization. Most organizations are not set up to manage processes, instead, they manage tasks. Inefficiency and waste become part of the system, they rob your organization of profits, productivity and its competitive advantage. Process mapping shows you the way out. 13 CPEs.

GAIN THE SKILLS YOU NEED TO MAKE PROCESS MAPPING WORK FOR YOUR ORGANIZATION

This practical, how-to-do-it program delivers a one-two punch: Systems thinking techniques to clarify the “big picture” and a toolbox of mapping techniques that will enable you to streamline and redesign performance. It will arm you with the knowledge you need to analyze the way your organization really operates, to identify opportunities for eliminate waste and inefficiency in addition to identifying upstream metrics that will help your organization manage quality, customer service, productivity and financial performance.

Learning Objectives:

• Identify and understand your organization’s true core processes
• Recognize and remove activities that do not add value
• Eliminate systemic flaws that result in poor quality
• Document processes for knowledge management or BPM initiatives
• View customer/supplier relationships and their impact on your system
• Engage business leaders, users and customers in process change efforts
• Dramatically improve your efficiency and customer satisfaction

Course Outline:

Systems Thinking: Seeing the Big Picture

• The evolution of process management
• Operational excellence vs. strategic BPM
• Traditional problem solving vs. systems thinking
• Creating a System Map
• Clarifying customer needs and gaps
• Scoping the process improve/redesign project

Mapping & Analysis Tools: Inside the Black Box

• Symbols & fundamentals
• Process and Workflow Diagrams
  • Top-Down Flow Chart
  • Block Diagram
  • Activity/ Spaghetti
  • Work Flow Diagram
  • Cross-Functional Flow Chart
• When to Use Each Chart
• Analyzing Process Flowcharts
  • Streamlining the Value Engine
  • Optimizing Flow and Capacity
• Process Measures: Identifying the Right “Pulse Points”
• Class Exercise: Putting It All Together

Getting There: Next Steps

• Organizational Change
• Creating the right documentation for your purposes

WHO WILL BENEFIT:

You will benefit most from the Business Process Management (BPM) Certification program and its modules if you are a:

• Leader of a process improvement, Six Sigma, Kaizen, Lean or reengineering team
• Process owner or manager
• Process improvement facilitator
• Process, workflow or business analyst
• Internal change agent
• Manager or consultant who is installing BPM, ERP, CRM or similar technologies
• Senior leader who is “Champion” of process/technology change
• Process Improvement team member
• Candidate for CBPA or CBPP certification from the ABPMP
• Actively involved in your organization’s process improvement, Lean or Six Sigma efforts
• Project Manager or team member
• IT personnel tasked with automation and / or system upgrades

The skills delivered in this seminar can be applied in manufacturing, service, health care and public sector organizations.

Professional Development Hours awarded by Association of Business Process Management Professionals / ABPMP.

For course questions, please contact:

Jim Irvine, Director of Corporate and Continuing Professional Education 914-606-6658 james.irvine@sunywcc.edu